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Alienware users! Is the eye tracking software not launching?

Created August 07, 2017 12:56

Updated August 14, 2018 10:45

We've identified an issue with a few Alienware users where if you try to launch the Tobii Eye Tracking software you get an error message saying "We're sorry..." or alike. You can try fixing this issue by performing a clean reinstallation of the Tobii software.

One of the options would be to add the permissions to the %ProgramData% folder by running a few commands. Please follow the instructions below.

Type CMD into the Windows search bar.

Right click on Command Prompt and choose Run as admin.

Then copy and paste and run each command line one by one and press Enter:

The second option would be to make a complete re-installation of the software.

Uninstall all Tobii software from Programs and Features.

Go to Device Manager and uninstall EyeChip and make sure to also remove the driver software.

Then please delete all the Tobii folders in the registry. Please be careful and only remove the mentioned folders as removing any other keys may cause issues to your PC. Enter the Registry Editor by typing "regedit" into the search bar and then press Enter.